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The Climbing Frame Factory

Due to the holiday season, the delivery times mentioned on the product pages may vary.

Returns & Exchanges

How do I return an item?

Are you not pleased with your product, or did you receive a wrong product? Please, follow these instructions if you would like to return an item. You will need the email adress you gave with the order and order number.

  1. Please, use the return form, choose the item you would like to return and follow the instructions
  2. After we have received your completed return form, we will contact you to confirm your return method
  3. Wrap the item carefully and attach a copy of the invoice
  4. After we have received the returned item, we will refund the amount paid

In case of shipments from a value of €200 (purchase price of the returned items), we bear the costs for the return of goods as follows: After receipt of your revocation, we will collect the goods from your home. The forwarding agent will contact you beforehand to arrange an appointment. In all other cases, you bear the direct costs of returning the goods.

What should I do if an item is damaged?

Did your item arrive damaged? We are very sorry for that. We do pack every order carefully. Unfortunately we can not always prevent shipping damage. Please follow the instructions below so that we can find a suitable solution.

  1. Please, always unwrap the items to check for any possible transport damage
  2. In case of damage, please let the carrier note this on the consignment receipt and send us a picture of that
  3. Always accept the goods. (Please do not refuse or return)
  4. Use the return form and choose the item you would like to return and follow the instructions
  5. After we have received the form we will contact you, to find a suitable solution. If applicable, we will send you a replacement product quickly and free of charge

To cancel your order, it is not mandatory to complete a return form. However, by using the form we are able to carry out the return of the goods more quickly.